Complaints

This profile includes complaints for Hyatt Hotels Corp.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Hyatt Hotels Corp.

  150 N Riverside Plz Chicago, IL 60606-1598

  
• 

  Hyatt Hotels Corp.

  9805 Q St Guess Service Omaha, NE 68127-3273

• 

  Hyatt Place Baltimore / BWI Airport

  940 International Dr Linthicum Heights, MD 21090-2200

• 

  Hyatt Hotels Corp.

  101 Harborside Dr Boston, MA 02128

• 

  Hyatt Hotels Corp.

  50 Forbes Rd Braintree, MA 02184

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/17/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In December 2020, I had made a single reservation for two rooms at the Hyatt Hotel ***********************. I called and cancelled the reservation on 1/16/2023 for both rooms which was well ahead of the cut off times. The hotel only canceled one room and my card was charged for the other room. The managers: *** and **** are both disrespectful and rude. I would not let my dog stay at this hotel for free. I am only looking to recover the money charged of $168.74 for the other room, which should have been cancelled. Confirmation number **********.

  

  Business Response

  Date: 02/25/2023

  The guest has been advised to contact the third party she booked with for resolution. The guest has not responded to the information or our offer of compensation. 

• Initial Complaint

  Date:02/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was looking at the special but two nights get a third free and it wasnt showing on the reservation system. I chatted on 2/14 and was told that they mail you the extra nightAfter further review of the exclusions that is not what it said. I called. I was told that package is not available. Except for Friday Saturday and Sunday. I was trying to reserve Saturday February 25,26, and 27. They told me it was not open those days because its based on availability. This is false advertisement of a package that does not exist. If it is open for the marvel package then why isnt open for the third night free package. I tried to resolve this issue with ******* a supervisor and was told it is based on availability. Again, it is false advertisement no where does it say there are limited rooms sold for the package and it is open on the dates I want.

  

  Business Response

  Date: 02/21/2023

  Guest has been contacted with proposed solution for refund and we are currently awaiting response.

• Initial Complaint

  Date:02/14/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint is for Hyatt customer advocacy service. On 2/********** PST, I called in to get an update on a false advertisement and price gauging complaint for my family stay at NorthStar lodge in Lake Tahoe on 12/31/2022, which is overdue for 2 months. During the conversation, the director lied, accused, screamed, threatened, yelled and interrupted at me over the phone from the very beginning. He didnt even ask for my phone call reason. Therefore, I asked his permission to record the conversation, he abruptly hung up on me and blocked my phone number. I have all the email and phone log proof. I am traumatized from his horrible behavior and having a mental health breakdown from his screaming and seek for doctor help. This is extremely rude and unprofessional customer service. Never ever I will stay at Hyatt again.

  

  Business Response

  Date: 02/21/2023

  Guest's concerns have been escalated to the appropriate executive management team, who has been currently in contact with the guest. 

  Customer Answer

  Date: 02/23/2023

   
  Complaint: 19406098
  
  I am rejecting this response because: They do not resolve the issue at all. They only reached out by email once and asked for itinerary information, which I sent to them. And never get back to me. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/06/2023

  The ****************************************** team has confirmed that the guest's concerns have been received and that the guest has contacted.  

  Customer Answer

  Date: 03/07/2023

   
  Complaint: 19406098
  
  I am rejecting this response because:

  It is ridiculous they didn't even read my complaint, but responded with a whole irrelevant topic. Is it a bot reply? This clearly shows their arrogant, don't care, lying, poor management, steal money from customer, evil way of business ethics. Their response is only a gesture to BBB, not to their customer. What a pity! They think they can say they respond, so BBB can give them a good rating? Ridiculous. The man threatened and screamed me from Hyatt is the lead person replied to BBB complaint.  
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 03/17/2023

   
  Complaint: 19406098
  
  I am rejecting this response because they refuse to refund the money I requested for. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/22/2023

  We diligently investigated this complaint with the assistance of the property's executive management. We have advised that when she booked the reservation, she accepted the rate and received an email with the terms of the reservation. As a gesture of goodwill, we have offered compensation that we feel is fair and equitable.

  Customer Answer

  Date: 03/29/2023

   
  Complaint: 19406098
  
  I am rejecting this response because: They didn't provide any reconciliation for this complaint. 
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/07/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was visiting Hyatt ******** from Dec *****/ 2022.On Dec 23, I lost cash from my room while I was out. I had $200 Cash and $500 worth of Casino chips inside the security box. I did not close the security box all the way. When I returned to my room, first thing I noticed was a wide open security box. I saw that there were no cash inside the box. I immediately went to the front desk and was asked to file a claim, which I did. They said it will take up to 4 weeks but nothing has been resolved. I e-mailed their claim department, left messages on social media but did not get any response.

  

  Business Response

  Date: 02/14/2023

  ***** has been contacted by the executive management team and compensation provided. 

• Initial Complaint

  Date:02/04/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a reservation through Expedia for my brother to stay at the Hyatt in el defunding on ****. I paid over 600 for 3 nights from 12/28 to check out 12/31/22. When my brother went to the property he put his credit card down for incidental then ended up getting charged for a room I already paid for. He paid around 481 dollars. He contacted the hotel and *************************** the front desk supervisor stated she would help. We have sent receipts to both Hyatt and Expedia showing that we had double paid. At first I was letting him handle because I figured he would just get a refund but after over a month we are now upset because this situation has not been resolved. The Hyatt is claiming the payment never came through even though we have sent receipts. Upon emailing with *****, she stated that she contacted Expedia and it will take an additional few weeks unless we would like to contact Expedia. I contacted Expedia and they have reached out to the hotel multiple times while i have been on the phone and there has still not been a resolution. This is ridiculous, throughout all of my year booking hotels I have never had a problem like this and to have it take over a month is unacceptable.I received an email from Expedia because I tried to handle this situation on my end that You have contacted us about your stay on ?28 Dec 2022. The hotel has advised they will only honor the original cancellation policy and have declined your refund request. We know this is disappointing. We always try to advocate for flexibility for our travelers, but properties often have strict rules and restrictions around their bookings. Theres was not a cancellation what is Hyatt talking about?? Again this is super frustrating that as a customer there has been this back and forth for over a month when we have supplied all documents needed.

  

  Business Response

  Date: 02/08/2023

  Guest was contacted and advised of resolution.  Folio was also provided.

• Initial Complaint

  Date:02/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reserved a hotel room, paid, and checked in online. Upon arrival at the airport, my family boarded their free shuttle service but instead of being taken to the hotel, I was dropped in front of a different brand of hotel and told to get out because the rooms at the Hyatt were dirty. When I entered the other hotel they also had no room for me, but as I was with my family and baby at 1am, I had no choice but to pay for a smaller room and just make it work. Besides this being ridiculous, I was never refunded for the Hyatt room, and after several calls to the hotel and many messages left, no one ever contacted me. I tried multiple Hyatt customer service lines who all directed me back to the hotel who then resorted to just hanging up the phone rather than getting the manager. I paid for a service I did not receive, and they have no intention of speaking to me to correct it.

  

  Business Response

  Date: 02/11/2023

  Guest has been contacted with proposed solution and has not responded yet.

• Initial Complaint

  Date:01/30/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 3rd I checked into the Hyatt house hotel on my mothers reservation. We stayed there for two days, at the end of the check out, I was not texted or informed of any issues. 3 days later I saw on my account a new charge from the Hyatt separate from the initial bill, in the amount of around 416 dollars.When I called them, I was informed that I had been charged a smoking charge, they had not indicated there were any fines for smoking, no signs declaring you could not smoke and the only smoking that took place was on the balcony, not by me but by my family members, exclusively on the balcony and they only did so after seeing other hotel guests also smoking on the balcony. We were not informed a single time this was a violation of hotel policies and my mom who has been a member of the Hyatt for 8 years has never once known of such a policy.Furthermore when we inquired on these issues, the hotel manager deflected and started bringing up other issues he hadnt previously mentioned at all, including they had to deep clean the hotel room, something they also didnt mention and didnt even charge us for. Upon stating this, the manager informed we were now banned from the property, I believe this entire incident along with the smoking charge was motivated by racism seeing as were a black family. The hotel manager seemed to have a very negative demeanor when it came down to us.

  

  Business Response

  Date: 02/07/2023

  Guest was contacted and has not responded with requested information. 

• Initial Complaint

  Date:01/23/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had made a reservation using the Hyatt.com website. I came across a deal that gave a cheaper rate for the same booking details (dates, guests, hotel). As per the Hyatt Website they have a price match/best rate guarantee (*************************************************************). If you could provide a rate that was better, they would match and beat it by 20%.Their terms and conditions state that the deal must be publicly available. The deal definitely meets these conditions, but according to Hyatt, the deal is not publicly available, due to the fact that you need to provide some information in order to continue - something they can not do on company devices. I also provided a link that shows the room rate + the dates/guests that you dont need to enter any personal information (*******************************************************************************************************************************************************************************************************************************************************************************************************************************************). They continue to not ***** the discount because they say its not public - however, nowhere in their terms and conditions do they state what counts and publicly available nor do they say you cannot use a service that captures personal information upfront. Personally, I believe this is an example of contra proferentem and the fault lays with Hyatt for not being clear as to their requirements. I request that they honor their best rate and match the rate + the additional 20% discount.Breakdown Below:Hyatt Rate - $183.64/n Super.com - $152.58/n

  

  Business Response

  Date: 01/24/2023

  Guest has been contacted and resolution was found. 

  Customer Answer

  Date: 01/24/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:01/23/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This Transaction occurred on Jan 2, 2023 at the Hyatt *********** in *********. I paid $140.61 for 2 bags of chips and 2 drinks that following night. I didn't catch this transaction until the next morning. The Host slid my card for the snacks and was rude about being bothered while he was at the bar around from the main desk. The problem with this transaction was he was going to charge it to the room but the room wasn't in my name because it was already paid for on Expedia. My Bestfriend already paid online and I didn't want to put any charges on her card. We already had some bad luck earlier when we checked-in because we walked in on a guy and we went back downstairs and told them about the mishap and they said the guy was suppose to check out but he was still there at 6pm. The next morning we talked to the assistant GM (*******************) and she said she would get to the matter but she just got there and we even extended to late check out just to wait. It was other customers as well that had complaints about charges as well from the previous night from that same host. As the assistant ** told me to give her some time I also told her I was from out of state and I would follow up. I disputed the transaction with my Cashapp and they said it would take atleast 14 business days to fall off but also they needed paperwork with the hotel Confirmation proving the room wasn't in my name and a following memo stating the charges they made. Not only the hotel didn't see the charge on their end they didn't care to see my card transactions. I've been going back and forth with Cashapp and the Hyatt Corp and this property for 21 days and I keep getting the run around. I haven't been refunded or comp for my time or any incentives with the Hyatt Corp. and now I'm very frustrated because I cant use my card for business transactions. It's been 21 days and I still haven't had the proper documentation provided from the Hyatt Corp. I have a case number with the Hyatt Corp as well.

  

  Business Response

  Date: 01/26/2023

  Guest has been contacted and resolution found. 

  Customer Answer

  Date: 01/27/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I'm very appreciative of the gesture of enrolling me into their program but due to my business losing money and orders over the last 4 weeks I think I should have been compensated just a little more than a free night at a hotel. If that's the best they can do then I guess we have to roll with this option but I did expect more as a Business Owner. Thank you in advance for helping me solve this matter.

  V/R,

  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/16/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  10-17-22 I paid for 3 nights at the Park Hyatt Hotel in ************ in full and in advance. On January 5th at 3 PM, as we were driving to the hotel in ************, I received an email from the assistant manager requesting my phone number so they could contact us directly. When they called me they informed me they did not have a room for us that night- even though we had paid of one in advance. They offered to put us at a hotel that had none of the amenities the Park Hyatt has (we booked this hotel for the amenities). We told them it was NOT OK and that they owed us a refund. Legally we should have been getting what we paid for. When we got to the Grand Hyatt we spoke to them in person. We spoke Assistant Director of operations (***************************)& assistant office manager ******. We were upset because we purchased three nights and they did not have the hotel room that we paid for. Per ****** the company has a new policy where they maximize revenues by overbooking and canceling. We requested they refund the money for the entire stay (since they were unable to provide what we paid for), and after two hours ***** was given the authority by the Park Hyatt to give us a refund for all 3 nights and pay for the first night stay at the hotel that we had to go to. ***** committed to give us the FULL refund (the witnesses were myself, my husband ***, ***** and ******). We proceeded to pay for our stay at another hotel that could accommodate our 3 night reservation (since the Hyatt could not). ***** stated that since the purchase was through at third party, the refund might take a little longer. However, it has been more than a week since they committed to and promised a refund, and I have not seen a credit on my AMEX card. Furthermore, I have left ***** three messages and he has not returned my calls.******************** contact information is as follows: ********************************************** **************************************/ ******************************************************** ************** Ext ****

  

  Business Response

  Date: 01/22/2023

  Multiple emails sent to guest (1/17/2023 & 1/20/2023) with no response.